Job Summary: The Customer Service Analyst will provide professional business and customer service support, both individually and as part of a project team, with a focus on assisting Auxis managed services and customer service clients to ensure high levels of customer satisfaction and productivity. Responsibilities: - Answer customer calls regarding client services (Passports and Visas) - Meet all agent KPI’s including call efficiency, quality, quantity and NPS customer satisfaction scores. - Treat people with respect under all circumstances, instill trust in others, and uphold the values of the organization. - Walk customers through the process and educate them on the requirements. - Educate customers on timeframes and checklist processes, outlining key components to ensure timely release of passport. - Resolve customer concerns through a One Call Resolution vision. - Listen carefully to our customers to ensure appropriate responses. - Tactfully handle upset customers with empathy. - Mirror service offerings to travel needs – offer upgrades/downgrades appropriately. - Communicate with customers inside and/or outside the company where considerable resourcefulness, tact and procedural knowledge are required. - Input all concerns or suggestions for company follow-up, as well as survey responses. - Adhere to department guidelines when servicing our customers. - Complete the necessary follow-up actions to notify the appropriate departments of problems that could impact customer satisfaction. - Notify management of problems or trends and provide feedback both via email and noting customer accounts. - Transfer calls to appropriate department. - Assist other department personnel as needed due to fluctuating workloads. - Perform other related duties as assigned. - Comply and adhere to Auxis operational processes and security policies. - Must attend all customer service and performance-related scheduled meetings as required. Skills and Experience: - English –Spanish Language (Oral and writing 90 % or higher) (C1 or above) - 1-2 years of prior Customer Service/Call Center experience - Customer Service Analyst will adjust its local schedule with the resources supporting this position during Daylight Savings time changes in the Eastern Time Zone. - Must be available to work on-site full time. - Must have a high school diploma. - Excellent verbal and written communication skills. A genuine interest in working with and helping customers. - Must possess excellent Communication skills and Involvement. - Demonstrated experience in providing high levels of customer satisfaction and performance in a high transaction volume/high demand environment preferred. - Good presentation and a polite, tactful, and friendly character. - Ability to interact with customers and all levels of internal personnel. - Proficient knowledge of computer systems / software. - Attention to detail. - Project an energetic attitude, warm welcome and positive image over the phone. - Adhere to attendance and punctuality standards. Work additional hours on as needed basis. - Adapt to change and meet the changing demands of the work environment. - Working knowledge of all customer service reports and systems - Organizational, analytical, and problem-solving skills are essential. - The ability to effectively handle multiple assignments is required.